14 Harley Street

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the hospital involved people and treated them with compassion, kindness, dignity and respect.

This was our first inspection of the service and we rated this Good.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service adopted a person-centred approach. Consideration of people’s privacy was taken seriously and complied with in information handling and storage. Staff maintained the confidentiality of information about patients. 

If delivering sessions online, the service ensured people’s privacy was protected by using secure digital platforms.

The consultant psychiatrist treated people as individuals and made sure their care, support and treatment met their needs and preferences, taking account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. 

The service made adjustments for people to meet their accessibility or communication needs. For example, all communication was sent electronically which was identified as part of the assessment process. Where people preferred to receive letters, rather than emails, this was accommodated immediately.

Patients we spoke to stated that they felt involved in their care and we saw that treatment records and plans were personalised and reflected patient choice. 

Staff stated that they supported patients to make decisions about their own care during meetings. Staff stated that they would decide with patients what the next steps will be and have a discussion surrounding it.

The service enabled patients to give feedback on the service they received. This feedback was used to adapt and improve services. For example, in referral turnaround. The service received feedback from a patient that this was taking too long. Following this the service set a target to triage referrals within 3 working days and added referral turnaround to their quality and performance dashboard. Similarly, following feedback from patients stating they sometimes ran low on medication when they requested repeat prescriptions late, the service now planned prescription requests ahead of clinician team leave, to avoid any impact of this on delays. At the time of the inspection the service was also developing a prescription reminder service to prompt patients before they ran out. 

At the time of the inspection, the service was in the process of implementing more formal surveys for patients. 

Patients, relatives and carers knew how to complain or raise concerns. The service provided patients with information on how to complain. Information about the provider’s complaints procedure was also detailed in the patient welcome information and leaflets were available. 

Patients told us they felt confident to approach staff for advice about the complaints procedure if they needed to.

The service website had a section for contacting the service at any time with questions or feedback about care. 

The service cared about and promoted the wellbeing of the staff. Staff were supported and enabled to always deliver person-centred work, across all roles. The provider had a comprehensive training programme and appropriate supervision in place.

Staff had working arrangements suitable to their needs.